Robert Langlois Email & Phone Number

Canada

Montreal, Quebec, Canada

IT Asset management consultant at the BDC

Montreal, Quebec, Canada

My main objective is to ensure seamless operations for PC Asset Management to an organization of 15,000+ employees. This includes Asset, lifecycle, and CI mgmt. via Service Now and Service Manager, Inventory and warehousing mgmt., deployment services, vendor mgmt., new hardware integration/transition/certification, and provisioning. I provide guidance and support to all teams/projects/business, ensuring an accurate inventory, productive workflows/processes, and an efficient/courteous service. I collaborate with all teams to streamline processes and update policies/guidelines, providing better services and reducing costs.

Montreal, Quebec, Canada

In this newly created position servicing IBM’s Quebec banking sector clients, I provided quotes and processed orders for high-end servers and related equipment, including upgrades, parts, and maintenance contracts. I verified proper approvals obtained, ensured request accuracy and feasibility with product specialists, third party vendors, and various databases. I tracked orders, confirmed installation, and maintained multiple databases with equipment location, configuration, maintenance contracts, and accounting details. I worked with various departments to setup processes and service level agreements for new and existing client contracts.

Montreal, Quebec, Canada

I was the Technical Integrator for all projects affecting the service center. As the Second Level contact for technical assistance, I assessed and organized analyst training and updates, and did call monitoring in order to provide our clients with best possible service. I ensured agents understood what they are supporting by providing them with training and documentation. I provided or directed them to appropriate resources for support (process and contacts). I ensured agents’ workstations were to date by doing software upgrades, re-installations, and PC imaging. I was the liaison to other departments for emergencies, escalations, problem tickets, and anything technical.

Montreal, Quebec, Canada

I was part of the service center team serving thousands of Air Canada/IBM employees and partners worldwide. I provided connectivity & security support on hundreds of in-house programs (Artos, Cargo, ResIII, Weight & Balance, SNA, TCPIP, Intranet), of which, some were mission critical. I also provided first and second level support on various operating systems and software including; IBM mainframes, Novell IntranetWare, Windows 95, 2000, NT & XP, Lotus Notes & CCMail, MS Office Suite, Netscape & Internet Explorer.June 2000, took on project to implement single point of contact helpdesk for the Air Canada/Canadian integration at Toronto’s Pearson airport. I had 2 days to train 10 agents on various systems including Infoman and telephone system. I also instructed agents on IBM processes and problem detection.When the integration went live, I was the service center’s Major Incident Contact to other departments including war room setup specifically for the integration. The integration helpdesk was such a success that Air Canada requested it remain indefinitely. I also received an Outstanding Contribution Award from IBM and was responsible for integrating all future projects affecting the service center. March 2000, I took on the roles of Service Center Queue Coordinator and Infoman Trainer. I provided training and updates to service center analysts on the use of Infoman, IBM’s trouble reporting tool. I monitored the Infoman helpdesk queue and actioned trouble reports that had or were going to miss callback and/or bypass-restore targets. I provided manager with monthly analysis reports on missed targets. I was also the service center liaison to all other departments regarding the helpdesk queue.

Montreal, Quebec, Canada

TECHNICAL RESPONSIBILITIES: Performed Novell 4.1 Network Administration. Provided technical support to clients and staff. Connected router and configured workstations for ISDN lines. Installed and configured workstations and servers on the network. Installed local/network application software. Created and maintained client databases and file systems. ADMINISTRATIVE RESPONSIBILITIES: Ensured daily operations of an Authorized Prometric Testing Center and a Novell Authorized Education Center  Prepared classroom and testing center for daily courses and exams. Reserved instructors and booked students for upcoming courses. Responded to customer inquiries and requests. Invoiced clients for courses and/or materials. Collected accounts in arrears. Ordered course materials, hardware, software, and office supplies. Submitted weekly inventory and sales reports. Prepared course scheduling and ensured stock rotation of materials. Prepared and deposited all receivables.

Ottawa, Ontario, Canada

I graduated Number 1, In-Flight Manager for this new airline. While Destinair resolved it’s licensing issues, I was outsourced to a private charter airline in Calgary as an In-Flight Service Translator.

Mirabel, Quebec, Canada

Working on a fleet of Boeing 747 & 757 aircraft: Ensured passenger comfort and safety on local, international, and over-seas flights, under all conditions, including high pressure and emergency situations. Was ready to apply emergency and first aid procedures. Prepared and served efficient food and beverage services. Ensured all commissary items and duty-free products were present for each flight. Completed international documentation. Sold in-flight duty-free products